Author Question: If you must refuse a claim because the customer was at fault, which of the following might help ... (Read 117 times)

littleanan · **on:** Jun 23, 2018

If you must refuse a claim because the customer was at fault, which of the following might help maintain customer loyalty?

A) Explain the company policy and use that as the reason for the refusal
B) Explain the reason behind the policy and refusal
C) Be polite in stating the refusal
D) Offer clear and reasonable alternatives
E) Offer discounts on future transactions

Question 2

In addition to expressing appreciation for an idea, how can you reject a team member's suggestions while maintaining goodwill?

A) Discuss the merits of alternative suggestions
B) Discuss reasons why the idea is bad
C) Provide convincing explanations
D) Let the team member know, in private, that other team members did not like the idea
E) Make the team member responsible for the implementation of the idea so they will realize the problems with the idea

SomethingSomething · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: B
Explanation: B) In cases when the customer is at fault, it may be tempting simply to refer to company policy, but this approach will not win customer loyalty. Instead of referring to the policy, explain the reasoning behind the policy and the refusal.

Answer to Question 2

Answer: C
Explanation: C) When you tactfully turn down someone's recommendation while maintaining goodwill and ensuring that the person will continue to contribute ideas for future projects, the key is to express appreciation and provide a convincing explanation.